Recently, an increasing number of studies have focused on the emotional role of satisfaction
in the consumption of services. In this study, a new moderating variable called “target …

The primary purpose of this study is to investigate customers' emotional responses following
a service failure in a restaurant setting. Specifically, this study investigates how specific …

Purpose–This paper aims to contribute critical discussion about the role of expectations and
anticipation in subsequent satisfaction by incorporating anticipated emotions into a model to …

This chapter critically reviews conceptualizations and empirical evidence in support of
customer satisfaction, service failure, and service recovery and their role in hospitality and …

Purpose–This paper aims to test a theoretical framework that explains arousal congruency
effects on consumer perceptions of intrinsically pleasant service environments …

This study examined perceptions of international students from Saudi Arabia living and
studying in Australia. As a qualitative study that featured case study methodology, the thesis …

The objective of this research is to investigate service quality attributes along with a measure
of perceived value and satisfaction to determine the direct and indirect effect on bank …

In a test of Fournier and Mick's (1999) contingency theory of consumer satisfaction, this work
identifies two predictors of a relatively more emotional (as contrasted with rational) …

본 연구에서는 유통업의 고객만족과 이윤창출에 핵심적 역할을 맡고 있는 백화점 의류
판매원들을 대상으로 그들의 감정노동과 조직적 지원이 직무스트레스에 미치는 영향을 …

본 연구는 성인 남녀의 쇼핑성향을 밝히고 쇼핑성향에 따라 집단을 유형화 하며 이에 따른
판매원 서비스와 매장환경에 대한 태도를 알아보고자 하였다. 또한 남녀 간 쇼핑성향 차이를 …